From flexible to fearful: women gig workers hemmed in by new rules

Women gig workers employed on service platforms say the promise of “flexibility” is collapsing amid new rules, constant surveillance, and a growing sense of insecurity.

“I always used to think this job was good for me; I have covered my children’s education because of it. But recent policy changes have left us mentally and physically exhausted,” said Manisha (name changed), a Delhi-based Urban Company (UC) worker. Amid ongoing protests by gig workers’ unions across the country, women providing spa, massage, beauty, home service, and cleaning work say they are battling their own set of challenges. What was promoted as a “flexible” way to earn has become increasingly rigid.

Ms. Manisha says the company has recently introduced mandatory “peak hour” requirements. Workers now receive requests during specific time blocks, 9 a.m. to 11 a.m. and 4 p.m. to 8 p.m., and cannot switch off the app during these hours without penalty. “Some of us are having to choose between work and dropping our children to school,” she said.

‘We’re being watched’

Shanti (name changed), another UC worker based in Delhi, says that workers can face automatic ID blocks if they cancel more than three jobs in a month. She notes that “bundle booking”, where customers book multiple services at once, means deeper discounts for clients but reduces workers’ earnings. Even during off-hours, Ms. Shanti says she cannot escape the company’s monitoring systems. When she turns off her location, her phone begins buzzing within seconds, prompting her to turn it back on. “We feel like we’re being watched all the time. If anyone takes offline work, their IDs will instantly be blocked. I don’t take offline work, so I’m not scared, but I don’t want to be tracked 24×7,” she said.

Ongoing struggle

The Gig and Platform Service Workers Union (GIPSWU), a women-led union, submitted memorandums to the UC management in Jaipur on January 7. Their demands include removing the peak-hour system, restrictive cancellation rules, and the bundle-booking model. The union also wrote to the National Human Rights Commission (NHRC) on January 12, seeking intervention on ID blocking and bundle-booking practices. The Hindu contacted UC with detailed queries but did not receive a response till the time of going to press. Around 150-200 workers in Jaipur have kept their apps switched off since January 8. The union says workers across India will follow suit on January 26 and February 3 as a sign of protest.

Seema, a former UC worker and now GIPSWU president, said women workers across the gig economy, whether with UC, Amazon, or Flipkart, face distinct vulnerabilities. “Male clients sometimes book services pretending to be female. And when women are on long shifts during their period, there are no toilets,” she said.

Blocked IDs

Ms. Manisha says any minor disagreement with a customer can trigger a strike. “We have to agree with clients, no matter how they treat us. Otherwise, we are the ones who suffer,” she said. Ms. Shanti recalls being expected to travel from central Delhi to Greater Noida in just 15 minutes. When she took leave for a family wedding, the first in years, she received no job requests for days, which she believes was a form of punishment. Neha (name changed), a former worker whose ID was blocked after she attended protests in 2023, has been off the app for four years. “Earlier, we thought flexible work was a big benefit. Now, with constant surveillance and pressure, I never want to go back,” she said.